[503] in resnet
Re: What's Supported?
daemon@ATHENA.MIT.EDU (Wendy Shih)
Tue Dec 4 12:04:53 2001
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Message-ID: <3C0D04AB.DC777F94@res.kent.edu>
Date: Tue, 4 Dec 2001 12:15:23 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Wendy Shih <wshih@RES.KENT.EDU>
To: RESNET-L@listserv.nd.edu
I am actually creating a survey to find out what every university
supports. This will give us a better picture of how much support is
reasonable compared with other university of the similar user size. I
will email this list to fill out the survey soon. We currently have over
4000 users and 16 rccs and, we do almost everything user requested including
removing viruses, installing hard drive, video cards, cd rom drive...etc.
I consider these projects will ehance RCC technical skills. It is
appreciated by users but not always. One time, we tried to help a user
with system problem and could not fix it, he wasn't too happy about it.
Also frequently, if a computer doesn't have connection, users would assume
is our network problem, often it turns out that they have too many spywares
on their computers. They can get very upset first because their network
doesn't work. I wonder sometimes if the perception is since we are here,
so we should fix everything about their computers.
Daxter Gulje wrote:
> This is an issue we've recently had to deal with, what with
> finals right around the corner, and Murphy's law causing all students'
> machines to break down right when they need them most.
> Normally, our RCCs are responsible only for network-related
> problems; if a student's machine can connect to the Internet, then we
> basically assume no further responsibility (with the exception of
> knowing e-mail configurations, browser configurations, etc).
> By and large, the RCCs we hire usually know much more about
> computers than how to install NICs and how to configure network settings
> for UCSB. The stance I normally take on issues like "my screen is black
> and nothing comes up", or "I tried to fix something on my computer and
> now Word doesn't work" is that if the RCCs have no pending trouble
> tickets for network stuff, and they have the time, then we "encourage"
> them to take a moment and see if they can't help out the user.
> I've found that students really appreciate this effort on our
> part to help them with this stuff (after I explain to them that the wait
> period will be longer than that for a network problem, and that in the
> meantime, they are encouraged to seek out the assistance of a neighbour
> on their floor or in their dorm.
> Team 55...I like that.
>
> /Dax
> __________________________________________
> Daxter Gulje
> Assistant ResNet Coordinator
> University of California, Santa Barbara
> 805.893.4747
>
> -----Original Message-----
> From: Wes Witemeyer [mailto:witemeyer@ACU.EDU]
> Sent: Tuesday, December 04, 2001 7:55 AM
> To: RESNET-L@listserv.nd.edu
> Subject: What's Supported?
>
> Our ResNet/Central Student HelpDesk, called Team 55, is currently
> revisiting the type of support we offer to our student body. Currently
> we
> will help with anything short of opening a case, on almost any OS. That
> will include system reloads, software installs, virus clean-up,
> connectivity setup, ect.
>
> What lines are other support organizations drawing in the sand and why?
>
> It seems that our Customer Service is taking a hit because we spend too
> long on student machines that may need "too much" support to be
> functional
> on our network.
>
> Comments?
>
> Wes Witemeyer
> Abilene Christian University
> Abilene, Texas.
>
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